Andrew Smith

Omnichannel experiences are critical but must drive tangible business benefits to be successful

« Back to all CX LabNotes Blog“Omnichannel” has been a buzz word in CX circles for a while now. Which makes complete sense. Whereas before you were in control, your customers now want to engage with you on their terms whenever and however they want. An...

How to deliver superb omnichannel CX in a digital world according to 24,000 consumers...

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. And with little wonder. A google of...

5 strategies from Verizon and Luxottica’s CX playbook that prove connected VoC listening is...

I was fortunate enough to attend Next Generation CX in Carsbad, CA a few weeks back. It’s a small event with around 200 attendees...

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